Application triggered media control in call centers

ABSTRACT

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.

CROSS-REFERENCE TO RELATED APPLICATION

This application is a continuation application of and claims priority toU.S. application Ser. No. 14/590,115, filed on Jan. 6, 2015, theentirety of which is hereby incorporated by reference into the presentdisclosure.

BACKGROUND

Call centers are used to provide, among other services, customersupport, technical support, and product/service ordering services tocallers. In some circumstances, the audio quality of a call may bedegraded making communications between call center personnel and acaller difficult. Moreover, at times only one party of the call may beaware of the degraded communication. Furthermore, the degradedcommunication quality may be caused by a problem with the communicationdevice used by the party who is not experiencing the degraded qualitysuch that attempts to correct the problem by adjusting settings of thecommunication device used by the party who is experiencing the degradedcommunication may be ineffective.

SUMMARY

This specification relates to systems and methods for remediating poorcommunication channel quality by controlling call attributes of acommunication device used by a first party to a call based on inputreceived from a second party to the call.

Implementations of the present disclosure generally provide one party toan electronic communication (e.g., a customer service representative(CSR)) with the ability to remediate poor quality electroniccommunications by inputting one or more symptoms of the poor qualitycommunication. More specifically, when the quality of an ongoingcustomer call becomes degraded and the CSR's own communication device isnot because of the degradation, the CSR can provide input indicating oneor more symptoms the poor quality electronic communication. A callcontrol system can identify a cause of the poor quality electroniccommunication based on the CSR's input and send instructions toremediate the cause and improve the electronic medication. In someimplementations, the call control system may issue instructions toadjust one or more settings or call attributes of a communication deviceused by the other party engaged in the electronic communication (e.g., acaller to the call center).

In general, innovative aspects of the subject matter described in thisspecification can be embodied in methods that include actions ofreceiving an input from a call center agent indicating a symptom of aquality of an electronic communication between the agent and a caller.Identifying a cause of the quality of the electronic communication basedon the input. And, sending instructions to adjust the cause of thequality of the electronic communication. Other implementations of thisaspect include corresponding systems, apparatus, and computer programs,configured to perform the actions of the methods, encoded on computerstorage devices.

These and other implementations can each optionally include one or moreof the following features. Identifying the cause of the quality of theelectronic communication may include obtaining at least one performancemetric related to the electronic communication, and determining thecause of the poor quality electronic communication based on the inputand the at least one performance metric. Identifying the cause of thequality of the electronic communication based on the input and the atleast one performance metric may include obtaining analysis results fromat least one analytic performed on the input and the at least oneperformance metric.

The at least one performance metric may include at least one of amean-opinion score (MoS) or a packet loss rate. The at least oneperformance metric may include a performance metric for a communicationdevice used by the caller. The performance metric for the communicationdevice used by the caller may include at least one of a battery chargelevel, a codec performance metric, a processor performance metric, anumber of running processes, a number of running applications, a gainsetting, or a packet retransmission rate.

The instructions may include instructions to change a function of acommunication device used by the caller. The instructions may includeinstructions to adjust a gain setting of a communication device used bythe caller. The instructions may include instructions to close anapplication running on a communication device used by the caller. Theinstructions may include instructions to establish a redundantcommunication path for the electronic communication.

The actions may further include providing a notification, for display onthe communication device used by the caller, that a change has been madeto a function of the caller's communication device. The actions mayfurther include providing, for display to the call center agent, agraphical user interface. The graphical user interface may include auser selectable list of symptoms related to poor electroniccommunications quality, and the input indicating a symptom of thequality of the electronic communication between the agent and the callermay include a selection of an item from the user selectable list ofsymptoms.

Particular implementations of the subject matter described in thisspecification can be implemented so as to realize one or more of thefollowing advantages. Implementations may improve the quality ofreal-time electronic communication by adapting communication quality tothe perception of a particular party to the communication. Someimplementations may permit one party to an electronic communication toaddress quality degradation that is unperceived by the other party.

The details of one or more implementations of the subject matterdescribed in this specification are set forth in the accompanyingdrawings and the description below. Other features, aspects, andadvantages of the subject matter will become apparent from thedescription, the drawings, and the claims.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 depicts an example system in accordance with implementations ofthe present disclosure.

FIG. 2 depict an example call control process flow within the examplesystem.

FIG. 3 depicts an example graphical user interfaces (GUI) in accordancewith implementations of the present disclosure.

FIG. 4 depicts an example processes that can be executed in accordancewith implementations of the present disclosure.

Like reference numbers and designations in the various drawings indicatelike elements.

DETAILED DESCRIPTION

Implementations of the present disclosure generally provide one party toan electronic communication (e.g., a customer service representative(CSR)) with the ability to remediate poor quality electroniccommunications by inputting one or more symptoms of the poor qualitycommunication (e.g., choppy, inaudible, static). More specifically, whenthe quality of an ongoing customer call becomes degraded and the CSR'sown communication device is not because of the degradation, the CSR canprovide input indicating one or more symptoms the poor qualityelectronic communication. A call control system can identify a cause ofthe poor quality electronic communication based on the CSR's input andsend instructions to remediate the cause and improve the electronicmedication. In some implementations, the call control system may issueinstructions to adjust one or more settings or call attributes of acommunication device used by the other party engaged in the electroniccommunication (e.g., a caller to the call center).

Implementations of the present disclosure will be discussed in furtherdetail with reference to an example context, however, it should beappreciated that the implementations discussed may be applicable moregenerally to any duplex electronic communication. The example contextincludes a telephone call to a customer service call center. It is alsoappreciated, however, that implementations of the present disclosure canbe realized in other appropriate other contexts, for example, any twoparty telephone call, conference calls, video chat calls, or any otherappropriate electronic communication. In addition, implementations ofthe present disclosure will be discussed in reference to “calls” (e.g.,telephone calls) made to and from a call center. Although discussed inreference to the common telephone “call;” the implementations describedmay be performed on any appropriate real-time duplex communication mediastream (e.g., electronic communication) which may be used to contact aCSR at a call center. For example, the implementations described may beperformed on any electronic communications between a CSR and a callerincluding, but not limited to, telephone, video telephone, chat (e.g.,IM, Jabber), video chat (e.g., Skype, Facetime), internet based meetings(e.g., WebEx), and conference call systems.

FIG. 1 depicts an example system 100 that can execute implementations ofthe present disclosure. The example system 100 is illustrated in a callcenter environment, including callers 102, 104, and a call center 106.The call center 106 may be either an inbound, outbound, or blended callcenter, for example, a customer service center, a product or serviceorder center, a technical support center, a telephone answering service,or a telemarketing center. Callers 102, 104 may be, for example,customers or potential customers seeking to purchase or support forvarious products or services. Callers 102, 104 also may be potentialprospects whom an organization (e.g., business, non-profit organization,or political organization) would like to contact.

Callers 102, 104 communicate with call center 106 via communicationdevices 112, 114 over network 110. In some examples, communicationdevices 112, 114 can each include various forms of communication devicesincluding, but not limited to, a public switched telephone network(PSTN) telephone, a voice over IP (VoIP) telephone, a video phone, ahandheld computer, a cellular telephone, a smart phone, an enhancedgeneral packet radio service (EGPRS) mobile phone, or other appropriatecommunication devices. The network 110 can include a large network orcombination of networks, such as a PSTN, a local area network (LAN),wide area network (WAN), the Internet, a cellular network, a satellitenetwork, one or more wireless access points, or a combination thereofconnecting any number of mobile clients, fixed clients, and servers. Insome examples, the network 110 can be referred to as an upper-levelnetwork.

Call center 106 may include, for example, one or more network edgedevices 116, a call center network 118, an automated menu system 122, acall control system 124, agents 120 (e.g., CSRs), and agent workstations126. In some examples, network edge device 116 is a network device usedto provide an entry point into a call center's 106 internal network(e.g., call center network 118) including, but not limited to, a server,a router, a switch, a gateway, or other appropriate network device orcombination of network devices. In some examples, automated menu system122 can include a touch-tone system, an interactive voice responsesystem (IVR), or any other appropriate caller menu system or combinationof automated caller menu systems.

Agents 120 may make and receive customer calls at workstations 126. Insome examples, a workstation 126 can include one or more computingdevices and one or more communication devices (e.g., similar tocommunication devices 112 and/or 114 described above). Computing devicescan be any type of computing device with which an agent 120 can accessinformation related to customer calls (e.g., customer accountinformation, marketing information, call lists, technical supportinformation, product information and/or service information). Computingdevices may include, but are not limited to, one or more desktopcomputers, laptop computers, notebook computers, tablet computers, andother appropriate devices.

In some implementations, agents 120 and workstations 126 may not bephysically located at the call center 106, but may be geographicallyremote from the call center 106. For example, agents 120 may work from ahome office and access call center network 118 over network 110 and viaa virtual private network (VPN).

Call center systems such as automated menu system 122 and call controlsystem 124 include one or more computing systems 130. The computingsystems 130 can each include a computing device 130 a andcomputer-readable memory provided as a persistent storage device 130 b,and can represent various forms of server systems including, but notlimited to a web server, an application server, a proxy server, anetwork server, or a server farm.

In some examples, implementations of the present disclosure may beperformed by a call control application. A call control application maybe stored at and executed by one or more computing systems 130 orworkstations 126 such as, for example, call control system 124.Generally, for the purpose of this disclosure, an example call controlapplication will be referred to as operating on call control system 124.However, in some examples, a call control application may be stored atand executed by multiple computing systems 130, workstations 126, and/orcommunication devices (112, 114). For example, a call controlapplication may include various modules stored on and executed bydifferent computing systems 130, communication devices (112, 114), orworkstations 126. For instance, user interface modules may be stored atand executed by workstations 126 or communication devices (112, 114),and a framework module may be stored at and executed by computingsystems 130 (e.g., call control system 124). In some implementations, acall control application may be one or more web-based applicationsaccessed and executed via call center network 118 and network 110. Forexample, a call control system 124 may be external to the call center106 (such as external system 108). In some examples, the call controlsystem 124 may be part of the call center 106, but an agent 120 may beworking from a home agent workstation 126 external to the call center.

FIG. 2 depicts an example process flow for a call control process 200within the example system 100. The process illustrated in FIG. 2 is anexample process 200 performed by an example call control applicationoperating on system 100. In this example, a call 202 is received at acall center 106, and the call 202 is transferred to a call center agent120 through the call center network 118. During the course of the call202, the call control system 124 receives an input 204 from an agent 120indicating one or more symptoms of poor call quality. The call controlsystem 124 identifies a cause of the poor call quality based on theinput, and sends instructions to remediate the cause of the poor callquality. In some implementations, the instructions can include adjustinga setting or a call attribute of a caller's (102, 104) communicationdevice (112, 114).

In more detail, during state (A), call center 106 receives a call 202from caller 102, and transfers the call to an agent 120. For example, acall center's 106 network edge device 116 receives a customer call 202,passes the call 202 to the call center network 118, where the call 202is processed by the computing systems 130 (e.g., automated menu system)within the call center network 118, and is ultimately transferred toagent 120. As noted above, the call 202 may be any appropriate real-timeduplex communication media stream which may be used to contact a CSR(agent) at a call center. For example, the call 202 may be conductedusing any electronic communication between caller 102 and agent 120including, but not limited to, telephone, video telephone, chat (e.g.,IM, Jabber), video chat (e.g., Skype, Facetime), internet based meetings(e.g., WebEx), and conference call systems. In addition, the call may bea media stream of a multicast communication (e.g., a conference call).

During state (B), call control system 124 receive an input 204 fromagent 120 indicating one or more symptoms of poor call quality. Forexample, a call control graphical user interface (GUI) (e.g., such asthe example GUI shown in FIG. 3 and described below) may be presented toagent 120 including a list of poor call quality symptoms (e.g., choppy,inaudible, static). The input 204 may then be a user selection of one ormore symptoms from the list presented in the GUI.

During state (C), the call control system 124 identifies a cause of thepoor quality electronic communication between caller 102 and agent 120.The call control system 124 may employ one or more computer analytics(e.g., a rules engine or a machine learning algorithm) to obtainanalysis results based on the input 204. In some implementations, thecall control system 124 may obtain one or more performance metricsrelated to electronic communication to aid in identifying a cause of thepoor quality communication (e.g., a mean-opinion score (MoS) or a packetloss rate). The call control system 124 may employ the one or morecomputer analytics to obtain analysis results based on the input 204 andthe performance metrics.

In some implementations, the call control system 124 may obtain one ormore performance metrics related to a communication device used by thecaller (e.g., communication device 112 or 114) to aid in identifying acause of the poor quality communication. The call control system 124 mayemploy the one or more computer analytics to obtain analysis resultsbased on the input 204 and the performance metrics. For example,performance metrics for a caller's 102 communication device 112 mayinclude, but are not limited to, a battery charge level, a codecperformance metric, a processor performance metric, a number of runningprocesses, a number of running applications, a gain setting, or a packetretransmission rate. In such implementations, call control system 124may be granted access to communication device 112 through, for example,a call control application executing on caller's 102 communicationdevice 112 (e.g., a call control mobile application).

In some implementations, the one or more computer analytics may beperformed based on the input 204 and both the one or more performancemetrics related to electronic communication and the one or moreperformance metrics related to the caller's 102 communication device112. For example, the input 204 may indicate that an ongoing call isinaudible, however, electronic communication performance metrics mayindicate that a packet retransmission rate for the call is satisfactory.In such an example the cause of the inaudible call may be associatedwith the 102 communication device 112. For example, a microphone gainsetting on the communication device 112 may be too low. Thus,incorporating performance metrics related to communication device 112may improve the accuracy of identifying a cause of a poor qualityelectronic communication.

During state (D), the call control system sends instructions toremediate the cause of the poor quality electronic communication. Insome examples, the instructions may be sent to one or more servers inthe communication path between the communication device 112 in the callcenter agent's 120 communication device (e.g., agent workstation 126).For example, the instructions may be to establish a redundantcommunication path or activate a dormant redundant path in order toimprove the bandwidth available for the communication or to establish aless noisy channel. In some examples, the instructions may be sent to acaller's 102 communication device 112. For example, instructions mayinclude changing a function or setting of the caller's 102 communicationdevice 112 (e.g., increasing a microphone gain setting, closing one ormore running applications, adjusting a codec setting, etc.). Forinstance, continuing the example above of the inaudible call, theinstructions may be to increase a gain of a microphone in thecommunication device 112.

In some implementations, the instructions may include instructions tosend a notification to the caller's 102 communication device 112, forexample, to inform the caller 102 that the call may be lost. In someexamples, the notification may inform the caller 102 that a change hasbeen made or setting has been adjusted on the caller's 102 communicationdevice 112.

FIG. 3 depicts an example graphical user interfaces (GUI) 300 inaccordance with implementations of the present disclosure. For example,GUI 300 may be included in a call control application and displayed onagent workstations 126. GUI 300 includes call information 302 associatedwith an active call, a selection menu 304, and a selectable control 306.In some examples, call information 302 can include, but is not limitedto, information such as a phone number of a caller (e.g., 555-555-5555),the caller's name (e.g., Ann Johnson), and an account number associatedwith the caller (e.g., 153-40-123).

In some examples, as described above, if the quality of an active callis degrade an agent may be permitted to select one or more symptoms ofthe poor call quality using selection menu 304 (e.g., a user selectablelist of symptoms). For example, an agent may indicate that a call ischoppy, inaudible, static, or too quiet. When the agent selects control306 data defining the agent's input may be sent from an agentworkstation to a call control system. Selection of the control 306 mayalso cause the call control application to begin identifying the causefor the poor call quality and attempt to remediate the problem, asdescribed above.

FIG. 4 depicts an example process 400 that can be executed in accordancewith implementations of the present disclosure. In some examples, theexample process 400 can be provided as one or more computer-executableprograms executed using one or more computing devices. In some examples,the process 400 is executed to remediate the cause of a poor qualityelectronic communication. In some examples, the process 400 is executedby a call control application executing on a call control system.

An input is received from a call center agent indicating a symptom of apoor quality electronic communication between the agent and a caller(410). For example, the input may be a selection of one or more symptomsfrom a GUI. A cause of the poor quality electronic communication isidentified based on the input (420). The cause of the poor qualityelectronic communication may be determined based on analysis resultsobtained from one or more computer analytics performed on the input.Instructions are sent to remediate the cause of the poor qualityelectronic communication (430). In some examples, the instructions maybe sent to one or more servers in the communication path between thecommunication device 112 in the call center agent's 120 communicationdevice (e.g., agent workstation 126). In some examples, the instructionsmay be sent to a caller's 102 communication device 112, and may includeinstructions to change a function or setting of the caller's 102communication device 112.

In some implementations, one or more performance metrics related to theperformance of the electronic communication, the performance of thecaller's communication device, or both may be obtained. The poor qualityelectronic communication may then be determined based on analysisresults obtained from one or more computer analytics performed on theinput and the one or more performance metrics. Performance metrics mayinclude, for example, a channel MoS, a channel packet loss rate, or abattery charge level, a codec performance metric, a processorperformance metric, a number of running processes, a number of runningapplications, a gain setting, or a packet retransmission rate of thecaller's electronic communication device.

In some implementations a notification to be provided for display on thecaller's communication device to notify the user that it changes beenmade to a function or setting of the caller's communication device.

A number of implementations have been described. Nevertheless, it willbe understood that various modifications may be made without departingfrom the spirit and scope of the disclosure. For example, various formsof the flows shown above may be used, with steps re-ordered, added, orremoved. Accordingly, other implementations are within the scope of thefollowing claims.

Implementations of the subject matter and the operations described inthis specification can be realized in digital electronic circuitry, orin computer software, firmware, or hardware, including the structuresdisclosed in this specification and their structural equivalents, or incombinations of one or more of them. Implementations of the subjectmatter described in this specification can be realized using one or morecomputer programs, i.e., one or more modules of computer programinstructions, encoded on computer storage medium for execution by, or tocontrol the operation of, data processing apparatus. Alternatively or inaddition, the program instructions can be encoded on an artificiallygenerated propagated signal, e.g., a machine-generated electrical,optical, or electromagnetic signal that is generated to encodeinformation for transmission to suitable receiver apparatus forexecution by a data processing apparatus. A computer storage medium canbe, or be included in, a computer-readable storage device, acomputer-readable storage substrate, a random or serial access memoryarray or device, or a combination of one or more of them. Moreover,while a computer, storage medium is not a propagated signal; a computerstorage medium can be a source or destination of computer programinstructions encoded in an artificially generated propagated signal. Thecomputer storage medium can also be, or be included in, one or moreseparate physical components or media (e.g., multiple CDs, disks, orother storage devices).

The operations described in this specification can be implemented asoperations performed by a data processing apparatus on data stored onone or more computer-readable storage devices or received from othersources.

The term “data processing apparatus” encompasses all kinds of apparatus,devices, and machines for processing data, including by way of example aprogrammable processor, a computer, a system on a chip, or multipleones, or combinations, of the foregoing. The apparatus can includespecial purpose logic circuitry, e.g., an FPGA (field programmable gatearray) or an ASIC (application-specific integrated circuit). Theapparatus can also include, in addition to hardware, code that createsan execution environment for the computer program in question, e.g.,code that constitutes processor firmware, a protocol stack, a databasemanagement system, an operating system, a cross-platform runtimeenvironment, a virtual machine, or a combination of one or more of them.The apparatus and execution environment can realize various differentcomputing model infrastructures, such as web services, distributedcomputing and grid computing infrastructures.

A computer program (also known as a program, software, softwareapplication, script, or code) can be written in any form of programminglanguage, including compiled or interpreted languages, declarative orprocedural languages, and it can be deployed in any form, including as astand-alone program or as a module, component, subroutine, object, orother unit suitable for use in a computing environment. A computerprogram may, but need not, correspond to a file in a file system. Aprogram can be stored in a portion of a file that holds other programsor data (e.g., one or more scripts stored in a markup languagedocument), in a single file dedicated to the program in question, or inmultiple coordinated files (e.g., files that store one or more modules,sub-programs, or portions of code). A computer program can be deployedto be executed on one computer or on multiple computers that are locatedat one site or distributed across multiple sites and interconnected by acommunication network.

The processes and logic flows described in this specification can beperformed by one or more programmable processors executing one or morecomputer programs to perform actions by operating on input data andgenerating output. The processes and logic flows can also be performedby, and apparatus can also be implemented as, special purpose logiccircuitry, e.g., an FPGA (field programmable gate array) or an ASIC(application-specific integrated circuit).

Processors suitable for the execution of a computer program include, byway of example, both general and special purpose microprocessors, andany one or more processors of any kind of digital computer. Generally, aprocessor will receive instructions and data from a read-only memory ora random access memory or both. Elements of a computer can include aprocessor for performing actions in accordance with instructions and oneor more memory devices for storing instructions and data. Generally, acomputer will also include, or be operatively coupled to receive datafrom or transfer data to, or both, one or more mass storage devices forstoring data, e.g., magnetic, magneto-optical disks, or optical disks.However, a computer need not have such devices. Moreover, a computer canbe embedded in another device, e.g., a mobile telephone, a personaldigital assistant (PDA), a mobile audio or video player, a game console,a Global Positioning System (GPS) receiver, or a portable storage device(e.g., a universal serial bus (USB) flash drive), to name just a few.Devices suitable for storing computer program instructions and datainclude all forms of non-volatile memory, media and memory devices,including by way of example semiconductor memory devices, e.g., EPROM,EEPROM, and flash memory devices; magnetic disks, e.g., internal harddisks or removable disks; magneto-optical disks; and CD-ROM and DVD-ROMdisks. The processor and the memory can be supplemented by, orincorporated in, special purpose logic circuitry.

To provide for interaction with a user, implementations of the subjectmatter described in this specification can be implemented on a computerhaving a display device, e.g., a CRT (cathode ray tube) or LCD (liquidcrystal display) monitor, for displaying information to the user and akeyboard and a pointing device, e.g., a mouse or a trackball, by whichthe user can provide input to the computer. Other kinds of devices canbe used to provide for interaction with a user as well; for example,feedback provided to the user can be any form of sensory feedback, e.g.,visual feedback, auditory feedback, or tactile feedback; and input fromthe user can be received in any form, including acoustic, speech, ortactile input. In addition, a computer can interact with a user bysending documents to and receiving documents from a device that is usedby the user; for example, by sending web pages to a web browser on auser's client device in response to requests received from the webbrowser.

Implementations of the subject matter described in this specificationcan be implemented in a computing system that includes a back-endcomponent, e.g., as a data server, or that includes a middlewarecomponent, e.g., an application server, or that includes a front-endcomponent, e.g., a client computer having a graphical user interface ora Web browser through which a user can interact with an implementationof the subject matter described in this specification, or anycombination of one or more such back-end, middleware, or front-endcomponents. The components of the system can be interconnected by anyform or medium of digital data communication, e.g., a communicationnetwork. Examples of communication networks include a local area network(“LAN”) and a wide area network (“WAN”), an inter-network (e.g., theInternet), and peer-to-peer networks (e.g., ad hoc peer-to-peernetworks).

The computing system can include clients and servers. A client andserver are generally remote from each other and typically interactthrough a communication network. The relationship of client and serverarises by virtue of computer programs running on the respectivecomputers and having a client-server relationship to each other. In someimplementations, a server transmits data (e.g., an HTML page) to aclient device (e.g., for purposes of displaying data to and receivinguser input from a user interacting with the client device). Datagenerated at the client device (e.g., a result of the user interaction)can be received from the client device at the server.

While this specification contains many specific implementation details,these should not be construed as limitations on the scope of anyimplementation of the present disclosure or of what may be claimed, butrather as descriptions of features specific to example implementations.Certain features that are described in this specification in the contextof separate implementations can also be implemented in combination in asingle implementation. Conversely, various features that are describedin the context of a single implementation can also be implemented inmultiple implementations separately or in any suitable sub-combination.Moreover, although features may be described above as acting in certaincombinations and even initially claimed as such, one or more featuresfrom a claimed combination can in some cases be excised from thecombination, and the claimed combination may be directed to asub-combination or variation of a sub-combination.

Similarly, while operations are depicted in the drawings in a particularorder, this should not be understood as requiring that such operationsbe performed in the particular order shown or in sequential order, orthat all illustrated operations be performed, to achieve desirableresults. In certain circumstances, multitasking and parallel processingmay be advantageous. Moreover, the separation of various systemcomponents in the implementations described above should not beunderstood as requiring such separation in all implementations, and itshould be understood that the described program components and systemscan generally be integrated together in a single software product orpackaged into multiple software products.

Thus, particular implementations of the subject matter have beendescribed. Other implementations are within the scope of the followingclaims. In some cases, the actions recited in the claims can beperformed in a different order and still achieve desirable results. Inaddition, the processes depicted in the accompanying figures do notnecessarily require the particular order shown, or sequential order, toachieve desirable results. In certain implementations, multitasking andparallel processing may be advantageous.

What is claimed is: 1-20. (canceled)
 21. A computer-implemented methodexecuted by at least one processor, the method comprising: establishingan electronic communication between a first user using a firstcommunication device and a second user using a second communicationdevice; providing, for display to the first user, a graphical userinterface including a user selectable list of symptoms related to poorelectronic communications quality; receiving, during the electroniccommunication and by at least one processor of computing deviceassociated with the first communication device, a selection of an itemfrom the user selectable list of symptoms from the first user, theselected item indicating a symptom of a quality of the electroniccommunication between the first user, using the first communicationdevice, and the second user, using the second communication device;identifying, by the at least one processor and based on the input, acause of the quality of the electronic communication; and sending,during the electronic communication and by the at least one processor,instructions to remediate the cause of the quality of the electroniccommunication.
 22. The method of claim 21, wherein selectable items inthe selectable list of symptoms include at least one of the symptomsselected from the list consisting of: choppy, inaudible, static, and tooquiet
 23. The method of claim 21, wherein identifying the cause of thequality of the electronic communication comprises: obtaining, by the atleast one processor, at least one performance metric related to theelectronic communication; and determining, by the at least oneprocessor, the cause of the quality of the electronic communicationbased on the selected item and the at least one performance metric. 24.The method of claim 23, wherein identifying the cause of the quality ofthe electronic communication based on the input and the at least oneperformance metric comprises obtaining analysis results from at leastone analytic performed on selected item and the at least one performancemetric.
 25. The method of claim 23, wherein the at least one performancemetric includes at least one of a mean-opinion score (MoS) or a packetloss rate.
 26. The method of claim 22, wherein the at least oneperformance metric includes a performance metric of the secondcommunication device.
 27. The method of claim 26, wherein theperformance metric of the second communication device includes at leastone of a battery charge level, a codec performance metric, a processorperformance metric, a number of running processes, a number of runningapplications, a gain setting, or a packet retransmission rate.
 28. Themethod of claim 21, wherein the instructions comprise instructions tochange a function of the second communication device.
 29. The method ofclaim 21, wherein the instructions comprise instructions to cause thesecond communication device to adjust a gain setting of the secondcommunication device.
 30. The method of claim 21, wherein theinstructions comprise instructions to cause the second communicationdevice to close an application running on the second communicationdevice.
 31. The method of claim 21, wherein the instructions compriseinstructions to a network computing device to establish a redundantcommunication path for the electronic communication.
 32. A call centersystem comprising: at least one processor; and a data store coupled tothe at least one processor having instructions stored thereon which,when executed by the at least one processor, causes the at least oneprocessor to perform operations comprising: establishing an electroniccommunication between a first user using a first communication deviceand a second user using a second communication device; providing, fordisplay to the first user, a graphical user interface including a userselectable list of symptoms related to poor electronic communicationsquality; receiving, during the electronic communication, a selection ofan item from the user selectable list of symptoms from the first user,the selected item indicating a symptom of a quality of the electroniccommunication between the first user, using the first communicationdevice, and the second user, using the second communication device;identifying based on the input, a cause of the quality of the electroniccommunication; and sending, during the electronic communication,instructions to remediate the cause of the quality of the electroniccommunication.
 33. The system of claim 32, wherein identifying the causeof the quality of the electronic communication comprises: obtaining atleast one performance metric related to the electronic communication;and determining the cause of the quality of the electronic communicationbased on the input and the at least one performance metric.
 34. Thesystem of claim 33, wherein the at least one performance metric includesa performance metric of the second communication device.
 35. The systemof claim 33, wherein identifying the cause of the quality of theelectronic communication based on the input and the at least oneperformance metric comprises obtaining analysis results from at leastone analytic performed on selected item and the at least one performancemetric.
 36. The system of claim 34, wherein the performance metric ofthe second communication device includes at least one of a batterycharge level, a codec performance metric, a processor performancemetric, a number of running processes, a number of running applications,a gain setting, or a packet retransmission rate.
 37. The system of claim32, wherein the instructions comprise instructions to change a functionof the second communication device.
 38. The system of claim 32, whereinthe instructions comprise instructions to cause the second communicationdevice to adjust a gain setting of the second communication device. 39.The system of claim 32, wherein the instructions comprise instructionsto cause the second communication device to close an application runningon the second communication device.
 40. The system of claim 32, whereinthe instructions comprise instructions to a network computing device toestablish a redundant communication path for the electroniccommunication.